To help ICTS service your request effectively, please ensure that you comply with the following prerequisites:

  • Fulfil the fundamental customer responsibilities.
  • Submit the relevant forms with the required signatories.
  • Ensure that you have a valid network user account and password.
  • Install the supported SAP client and version of Internet Explorer on your computer.
  • Before you are issued with a SAP account or granted access rights, submit completed forms 5 days prior to your training.
  • Successfully complete your SAP training.


SAP is available 98% of the time 24 hours a day, 7 days a week excluding the official monthly maintenance and annual financial year-end process windows.

Service request Service level target (working days)
Issuing an account Completed on the last day of training
Allocating and amending access rights to an existing account Completed within 2 days of receipt of form
Removing access rights Completed within 1 day
Resetting a password Completed within 1 day
Fixing a fault Response within 1 day

Read the Core SLA FAQ for a detailed definition of Availability.